What's the Secret? To Providing a World-Class Customer Experience

by DiJulius, John R.

• ISBN13: 9780470196120
• ISBN10: 0470196122
• Edition: 1st
• Format: Hardcover
• Copyright: 2008-05-02
• Publisher: Wiley

Summary

What's the Secrets? gives you an inside look at the world-class customer service strategies at today?s some of today?s best companies. You'll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis- and how your company can too. Packed with insider knowledge and a wealth of proven best practices, author John DiJulius will show you how your company can emulate the world?s best customer service providers.

Author Biography

John R. Dijulius III is considered the authority on customer service andPresident of The DiJulius Group, a consulting firm that helps companies differentiate themselves through superior customer service. He is also the owner of the John Robert's Spa, a chain of high-end salons and spas repeatedly selected among the top twenty in America. For more information, visit www.thedijuliusgroup.com.

Table of Contents

Preface	p. vii
Secret Service Terminology	p. xiii
Acknowledgments	p. xv
The Customer Service Crisis	p. 1
The Smoking Gun: Definitive proof of the return on investment in providing superior service	p. 3
The State of Service: Is your company part of the customer service crisis or customer service revolution?	p. 25
World-Class Service Sins: What prevents companies from being world class?	p. 45
Service Aptitude Level: What level is your company?	p. 57
The Customer Service Revolution	p. 75
Commandment I: Service Vision: A clear purpose of why the business exists	p. 87
Commandment II: Creating a World-Class Internal Culture: Attract, hire, and retain only the people who have the Service DNA	p. 111
Commandment III: Nonnegotiable Experiential Standards: Experience standards everyone must follow	p. 133
Commandment IV: Secret Service Systems: Utilizing Customer Intelligence to personalize their experience and engage and anticipate their needs	p. 149
Commandment V: Training to Provide a World-Class Customer Experience: Systems and processes that remove variation and provide a consistent customer experience	p. 181
Commandment VI: Implementation and Execution: How to go from ideas on paper to consistently executed concepts	p. 205
Commandment VII: Zero Risk: Anticipating your service defects and having protocols in place to make it right	p. 219
Commandment VIII: Creating an Above-and-Beyond Culture: Constant awareness and branding of how to be a hero	p. 243
Commandment IX: Measuring Your Customer's Experience: What gets measured gets managed	p. 271
Commandment X: World-Class Leadership: Walking the talk	p. 295
Index	p. 315
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